Complaints & Patient Experience

Request 1

How many patients (both inpatients and outpatients) were treated by Kettering General Hospital NHS Foundation Trust in the following years:

·         January 1st to December 31st 2008

·         January 1st to December 31st 2009

·         January 1st to December 31st 2010

·         January 1st to December 31st 2011

Response 1

The information requested is held by financial year 1 April to the 31st of March.  The information for the years 2008/09, 2009/10 and 2010/11 is exempt under section 21(1) of the Freedom of Information Act 200 as the information is already available elsewhere.  However in the spirit of offering advice and assistance a link to this information is provided - http://www.kgh.nhs.uk/EasySiteWeb/GatewayLink.aspx?alId=6659

The information relating to 2011/12 is exempt under Section 22 of the Freedom of Information Act as it is draft format with the intention to publish in the near future.

Request 2

What your policy is for dealing with formal and informal complaints or compliments from patients?

Response 2 

The Trust applies exemption 21(1) to this request, as this information is available by other means. However, I wish to offer assistance and advice in the spirit of the Act and a link to the information is provided below;

http://www.kgh.nhs.uk/about-us/freedom-of-information/publication-scheme/our-policies-and-procedures/complaints-procedures-and-policies/?assetdetesctl155567=5399

Request 3

What your budget is for investment in capturing patient experience over the next 12 months?

Response 3 

The Trust has not allocated a specific budget to capture patient experience however there are a number of strands of work currently ongoing to improve patient experience in the Trust.  This includes capital investment on a new building which will house paediatrics and intensive care that will improve the patient experience which is scheduled to open in Summer 2012. 

As part of the Trust’s CQUIN targets for 2012/13 on patient experience the Trust is in the process of establishing a system called a Net Promoter Score which seeks to capture the likeliness that patient will recommend the Trust to friends and family upon discharge.

The Net Promoter Score is being developed by NHS Midlands and East to provide a standardised approach with a single metric to obtain real-time monitoring of Patient Experience. The Net promoter Score captures perceptions of the local population about the health care they have received.

The score is the difference between the proportion of people surveyed who said they would recommend the local service and the proportion who said they would not.  Demonstration that the question is established and reported for 10% of inpatient discharges, with patients survey at or within 48 hours of discharge.